Part Time Sr Customer Experience Assistant- Park & Recreation

About the role

Mecklenburg County Park and Recreation is seeking a Part Time Sr Customer Experience Support Assistant to assist the Customer Experience Supervisor in assessing and improving departmental customer service delivery, ensuring customer expectations are met or exceeded, and supporting essential Park and Recreation tasks such as managing facility reservations, revenue collections and deposits, and responding to public email correspondence. The incumbent will play an integral role in the success of the Park and Recreation Customer Experience Call Center, implementing customer service initiatives, strategies, and continuous improvement measures throughout the department.

Responsibilities

• Provide administrative support to internal departmental staff
• Answer telephone or greet visitors and handle or direct inquiries to the appropriate persons based on the need or issue presented
• Respond to inquiries and resolve administrative issues that may arise
• Prepare written correspondence such as memos, emails, presentations, forms, and other documents
• Coordinate meetings, interviews, and assist with program preparation
• Prepare, develop, or maintain reports, manuals, or interview documents
• Conduct moderately complex research
• Perform confidential data entry; create, organize, and maintain files
• Maintain supply levels and ordering stock
• Use computers for various operations such as database management
• Operate office equipment (fax machines, copiers, phone systems) and arrange for repairs when equipment malfunctions
• Set up and manage paper or electronic filing systems, recording information, updating paperwork, or maintaining documents such as correspondence or other material
• Compose, type, and distribute meeting notes, agendas, routine correspondence, or reports such as presentations or expense, statistical, or monthly reports
• Provide general guidance and direction to lower-level staff, as required

Requirements

• Minimum of four (4) years of administrative experience
• High School Diploma or equivalent

Preferred Qualifications

• Experience in recreation facility administration roles
• Experience in a call center environment
• Exceptional written and verbal communication skills

Skills

• Customer service
• Coordination and organization
• Judgement and decision making
• Time management

Abilities

• Adaptability: Maintain effectiveness when experiencing major changes in work responsibilities or environment; adjusting effectively to work within new work structures, processes, requirements, or cultures
• Building Trust: Interacting with others in a way that gives them confidence in one’s intentions and those of the organization
• Communication: Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the information provided
• Customer Focus: Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty
• Initiating Action: Taking prompt action to accomplish objectives; taking action to achieve goals beyond what is required; being proactive
• Planning and Organizing: Establishing courses of action for self and others to ensure that work is completed efficiently
• Stress Tolerance: Maintaining stable performance under pressure or opposition; handling stress in a manner that is acceptable to others and to the organization

Work Environment

Works in a call center setting with moderate noise.

Schedule

This part-time position will work about 29 hours per week, consisting of varying shifts between 7:30 am and 5:00 pm, Monday through Friday.